485: Six Tips To Respond Effectively To Construction Client Complaints

This Podcast Is Episode Number 485, And It's About Six Tips To Respond Effectively To Construction Client Complaints Complaints are an unfortunate part of running a business, but they happen. No matter how hard you work to please your clients, eventually, someone will have something negative to say. However, with the right approach, you can turn complaints into a valuable tool to strengthen your business.   When reviews are great, that's a fantastic thing. But unfortunately, when you get negative ones, you have to adjust. You can't please all customers all the time.  

Here are six tips for effectively responding to complaints:

1. Remember that this is not an argument

The reason that a client complains is a disappointment. It's a symptom of a need that wasn't met. They are not looking to fight with you. Taking the time to complain signals that they wish to continue the relationship. Don't muck it up by getting into a defensive, back-and-forth argument. Nobody wins in that scenario.

Your client is allowing you to continue working together. It's tough to keep calm when someone comes in hot with a complaint but remember: feedback is a gift. It just may not feel like it at the moment.

2. Listen

The key here is to put explanations aside. Listen until the client has said everything on their mind. Don't start thinking of how to respond while they are still speaking – they'll see your eyes glaze over the moment you do, and that will make matters worse. If it's a written complaint, read it over a few times to make sure you're not inserting a tone or accusation that may not be there.

You want and need to understand the complaint. Without this information, you can't move forward in any meaningful way. The moment for explanations and solutions will come. Take this time to really set everything else aside and just listen.

3. Repeat what you heard

It's essential to give the information back to the customer to ensure you're on the same page. Make sure you understand the complaint by saying it in your own words. A lot can get lost in translation, so let them know that you hear them.

This lets both of you know that you hear and understand the problem. Once they acknowledge that you've got it right, you'll be able to get to a solution.

4. Acknowledge

Forget for a moment that you're defending your construction business. Try to imagine how it would feel to be the one making the complaint. You should be able to identify what need wasn't met or how you disappointed them.

When you put yourself in their shoes, it becomes clear what solution you expect. You will also be able to see where you fell short and how you can avoid doing that to others in the future.

5. Offer a solution

After the work you've done to understand the problem, finding a solution will be the easiest. You know what you'd expect as a customer and what you can offer as a business. This information will create a solution that makes both parties feel good.

Let them know sincerely that you want to make it right. After all, this is your business, and reviews spread faster and further when they're negative. But, when a company goes out of its way to fix a problem, people enthusiastically let others know about it. 

6. Follow up

This may be the most critical step and is also often overlooked. After some time, follow up personally. This shows your client that you care about the outcome and want to ensure they're doing well with the solution.

They will remember the time and attention you put into ensuring they were satisfied. They will also likely come back with more business and refer you to others. It doesn't take long, but the effort goes a long way.

Likewise, if you receive a bad online review, don't panic. A bad review or two isn't likely to ruin your reputation. On the contrary, a few negative reviews can help you gain trust with potential clients. In addition, you can use the situation to build confidence in your business by being responsive, transparent, and honest. Many prospective clients will look past a few negative reviews if you have more favorable ones. So ensure you consistently provide quality services and encourage happy clients to post a good business reviews.

If possible, ensure your responses include:

An apology. A statement about your commitment to your clients. A way to continue the conversation offline if further communication is needed.

Doing so will show potential customers and clients that you care about their feedback and are willing to take responsibility, but it also allows you to move the conversation to a more private forum if the reviewer isn't happy with your response. 

Final thoughts

Nobody likes to see a complaint come in at their business. We all work so hard to make sure we're providing a valuable service that is truly helpful, and knowing that we let someone down can be challenging. However, take it as an opportunity to become even better, and you'll find that your construction business continues to grow.

About The Author:

Sharie DeHart, QPA is the co-founder of Business Consulting And Accounting in Lynnwood, Washington. She is the leading expert in managing outsourced construction bookkeeping and accounting services companies and cash management accounting for small construction companies across the USA. She encourages Contractors and Construction Company Owners to stay current on their tax obligations and offers insights on how to manage the remaining cash flow to operate and grow their construction company sales and profits so they can put more money in the bank. Call 1-800-361-1770 or sharie@fasteasyaccounting.com